These training sessions are modular and are designed to fit together in groups within two three-hour training sessions over a period of six months.

The subjects covered are appropriate to customer service or sales operations and are split into the areas of functional/interpersonal and technical skills.

On successful completion of the level two band training, a level three agent would need to cover all core modules and a minimum of two optional modules before receiving full accreditation. This process would typically take six months.

During this period, the agent would have made career choices and certain training courses are designed to assist the agent to achieve their objectives within the organisation. On successful completion of the agent programme, the individual will be prepared for Team Leadership, Apprentice Operations Management or a role in training and development. For individuals needing training and support in other role disciplines, other suitable courses may have to be made available, subject to negotiation and availability.

Training methodology

Within the organisation, there is an operational imperative which precludes agents from spending long periods of time away from the operation. Because of this, the preparatory work and accreditation elements of the courses are designed to be delivered by the agent while on his/her operation. The actual training time away from the operation would be no more than six hours per month.

Functional and interpersonal skills

Assertiveness

Objective

Delegates will be able to drive and action development of the team members.

Delegates will feel empowered to communicate through to management on behalf of team members.

Delegates will be able to encourage a positive change in the impact of the team.

Key learning points

How to obtain co-operation through consent.

How to build confidence in dealing with others.

How to influence more effectively.

How to reduce resistance and build rapport.

Client liaison

Objective

Delegates will be able to contribute inspirationally at client meetings.

Delegates will be set up to work on a client site in teams or independently.

Delegates will recognise the temptation to ‘go native’ when working on a client site.

Key learning points

Meetings and ground rules.

Chairing and participating.

Making the minutes work.

Building client relationships.

Being professional under pressure.

Dealing with cultural differences.

Briefing

Objectives

Delegates will be able to positively increase their influence in the team by managing difficult briefing situations.

Delegates will understand strategies to implement action.

Key learning points

How to increase influence within the team in conflict situations.

How to develop team communication strategies.

Action strategies.

Career planning

Objectives

Delegates will be familiar with the theory and practice of Personal Development Planning and will be able to offer advice to team members in the completion of their own PDPs.

Key learning points

How to develop a clear understanding of delegates’ career.

How to assess the impact experience has on career development.

How to establish a strategy for driving a career.

Giving feedback

Objectives

Delegates will be able to provide feedback at an excellent level of communication, in order to add value and improve performance against sales and service targets.

Key learning points

Developing a coaching style.

Setting objectives, targets and plans in a coaching situation.

Communicating expectations to an individual.

One minute reprimand.

Industry awareness

Objectives

Delegates will understand thoroughly the company’s services and strategic direction and will be able to cascade this information powerfully to new team members.

Key learning points

How to develop a voice of authority using pitch, tone, inflection, emphasis and emotion.

Industry awareness through personal research.

Customer profiling.

Opportunities for new product development.

Performance management

Objectives

Delegates will be able work with the Operations Manager and/or Team Leader to address absence issues.

Key learning points

How to handle non-performers.

Record keeping and managing absence.

Joint problem solving.

Troubleshooting

Objectives

Delegates will be able to identify and solve performance related problems on their operations, working in collaboration with the Operations Manager and/or Team Leader.

Key learning points

Troubleshooting process.

Troubleshooting the problem.

Implementing the solution.

Presentation skills

Objectives

Delegates will be able to demonstrate professional presentation skills to deliver information or recommendations to management and clients.

Key learning points

Planning the presentation.

Using visual aids.

Harnessing nervous energy.

Getting the point across.

Team Building

Objectives

Delegates will be able to identify and use the most appropriate leadership strategy.

Delegates will understand the roles of effective team members.

Delegates will have a basic understanding of delegation techniques.

Key learning points

Delegation techniques.

Leadership styles.

Coaching

Objectives

Delegates will be able to act as mentors to less experienced personnel.

Key learning points

The role of a mentor.

How to give advice and guidance.

MIS (operation specific)

Objectives

Delegates will be able to assist MIS manager/OM/OC/TL in monitoring system results.

Delegates will be able to work with OM for database enhancements and testing.

Delegates will be able to use all MIS tools to level operation results.

Key learning points

Full understanding of statistical analysis tools.

Full understanding of the operation-specific database.

Self management and personal effectiveness

Objectives

Delegates will use own motivational drivers to affect personal career development.

Delegates will be set up to become role model ‘experts’ within their operation.

Delegates will understand the pressures of the role and be able to balance performance against these pressures.

Key learning points

Full understanding of statistical analysis tools.

Characteristics of effectiveness and high performance.

Coping with pressure.

Leading from within the team.

Client tours

Objective

Delegates will be capable of facilitating client communication centre tours.

Key learning points

How to explain the commercial offering.

Sales tours.

Good relationship tours.

Preparing for a tour.

Do’s and don’ts.

Communication Centre tour script.

Effective written communication

Objective

Delegates will be able to plan and structure powerful documents for consumption by communication centre management and clients.

Key learning points

Planning — layout and structure.

Grammar and punctuation.

Tone and style.

Letters and memos.

Presenting a document in a winning, professional way.

Technical skills

Excel

Objective

Delegates will improve productivity through design of powerful, automated data analysis tools for their operation.

Delegates will learn how to increase productivity using advanced Excel tools.

Key learning points

Using functions within Excel.

Using pivot tables.

Outputting data to a variety of applications.

Word

Objective

Delegates will improve productivity through design of powerful document automation.

Key learning points

Using macros in Word.

Using fields and mailmerge.

PowerPoint

Objective

Delegates will be able to construct a powerful presentation using features within PowerPoint.

Delegates will be able to present a PowerPoint presentation on-screen, using customised automation.